|Address:||Cnr Welshpool Rd & Swansea Street East, East Victoria Park WA 6101, Australia|
|Phone:||+61 8 9472 2600|
|Working:||8AM–6PM 8AM–6PM 8AM–9PM 8AM–6PM 8AM–6PM 8AM–1PM Closed|
Actually this review has a no star rating but Google seemed to need a rating of some sort to upload the review - hence the one star. This is another good site to post a review of New Town Toyota as experienced firsthand by us. Despite this dealership claiming it provides a Five Star Guest Experience (Superior) to customers, our experience with New Town Toyota was anything but that. Read the following to see why we have this opinion. We bought a Prado from this dealership which included a towbar to be fitted as part of the purchase. New Town Toyota contracted the job out. When we went to use the towbar it was noticed the connecter plug was fastened to the plastic bumper by two screws and not bolted to the metal bracket welded to the towbar for that purpose. On rough roads the plug would have torn loose and posed a safety hazard. It took a visit to New Town Toyota to meet with two managers, followed up with formal letter and a number of emails before this dealer agreed that we could take the vehicle to its sister company (Kalamunda Toyota) for the repairs. (We chose Kalamunda Toyota as it is closer to where we live.) Unfortunately, the subsequent ‘repair’ was substandard meaning the complaint remained unresolved and more time wasted. After a further exchange of emails with New Town Toyota, it was agreed that we get quotes from independent workshops for the necessary repair. To add salt to the wounds, New Town Toyota wanted us to pay for the cost of the repairs and then seek reimbursement from them (unbelievable I know). What is remarkable about all of this is the time it took to resolve a relatively uncomplicated problem. New Town Toyota never addressed directly our questions about its quality control and what measures it took to ensure work undertaken was ‘fit for purpose’ even if it contracted out that work. The dealership also did not apologise for any inconvenience or costs incurred to us throughout the complaint period. For this reason, we offer New Town Toyota the following tips on how to resolve customer complaints which are straight out of a beginner’s guide to Customer Relations 101. When there is a conflict with a customer, Step 1, Apologise sincerely, Step 2 Empathise with the customer, Step 3 Accept responsibility for the issue and Step 4, Prepare and take action to remedy the situation. As far we can determine, the failure to apologise, accept liability and the time it took in remedying the matter makes a mockery of New Town Toyota’s claim of providing a ‘Five Star Guest Experience (Superior)’. It also seems to conflict with Toyota Australia’s own Code of Conduct with a key provision being putting customers first. The outcome of all this is that New Town Toyota has trashed the chance of any future business from our family, friends and hopefully members of our 4x4 club. The tale of our experience with New Town Toyota is one we think is worth telling on other social media sites and around the campfire whenever the occasion arises. As for us we will be giving this dealership the flick when it comes to buying our new Land Cruiser Sahara. As the sign says: New Town Toyota - never again
be careful, new town Toyota service and part department is a fraud . i booked my Toyota corolla 2010 for schedule service . firstly when i went to deliver my car they did not found my booking and been told they did not booked service. then they ask me to sign on quote of $369 for basic service , but when i told them that i been quoted on phone for $170 for basic service then they changed the quote and give me $170 quote. then when i phoned them after 2 hour to find out if car is ready , i been told that there are some works need to be done -1. transmission oil need to be changed 2. air filter need to be changed 3. all four wheels need to be changed. i was really shock as the car only done 50000 km and it is 2010 model . any way i asked the guy how much will cost me to change the transmission oil and air filter? i been told $500 for transmission oil and $60 for air filter. i ask them to do not change anything and just do the basic service. next day i went to the another car mechanic to check if i buy genuine WS transmission oil from Toyota how much he will charge to change the oil. and guss the auto mechanic told me there is nothing wrong with the transmission oil in the car and do not need to be changed. then i call to another Toyota dealer to check how much they charge to change transmission oil and i been quoted for $300 to change it ( genuine WS oil) and only $30 to change air filter. what a rip off they try to do with me. do not go to new town Toyota for service or buy parts .
I walked in and ask a sales consultant - Allan Baker, i told him i was looking for certain car and ask if they has any special offer and he said they are doing Christmas sales. Other than that he didnt say much so I asked for more info about the offer, and he said "Are you going to buy it today if i give you an offer". I was shocked because i just want more info and i didnt even test drive it, his attitude is like "buy it or leave now", anyway I said yes because im willing to buy. We walk in to his office and after a long check on his computer and he offer me a deal but he said they dont have that model in Perth, all of them are in country side, so i told him i dont want to wait 2 months and when i prepare to leave he told me to sit down ( in a kind of a bad attitude) and said let him check in details, second later he also said "you promise to buy today if i give you a good offer, if you cant keep it dont promise it at the first place". At the end i leave as a very disappointed customer because I cant get a new ride. Firstly, his attitude was like he is selling something out of the space and only him can get me one; Secondly, he cant keep his promise to sell me a car that day; Lastly i was willing to wait but just because of his "Professional" attitude, i just cant be bothered. Everyday is a new day to experience something different, thanks New Town Toyota.
Used car sales guys were excellent - friendly helpful and patient. Typed up the contract which was then presented to the manager named Andrew. He requested we pay a $100 more to help with a better profit margin over the price typed in the contract. I`m sorry but the sales manager lacks people skills and does not represent the Toyota brand in the way he acted and spoke, trying to get us to pay a stupid $100 more. I was ready to walk out when he ended up with him signing the paper, throwing it down on the table and just walking out. This has spoilt our whole experience. Disappointed that this is the culture and brand Toyota management values as I was expecting the same curiosity and respect that the wonderful sales person gave us. The dealership was fine, sales people awesome so try them if you want - just avoid this manager if possible not to sour your experience too.